AI is asking if she can complete your ghosted CSAT surveys | Call Center Software

Your company is looking into new call center software, and all your customers are ghosting your customer satisfaction (CSAT) surveys.

In this video, I explain how your company can leverage AI to complete all your CSAT surveys to improve your call center’s customer experience.

Want my recommendations on the best call center software vendors? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your company is in the market for a new call center software solution. So let’s talk for a minute about something specific. Customer satisfaction surveys see that? Surveys is what I like to call them. Let’s face it, they’re useless, right? We’ve all tried it. They don’t really work that well. And the reason why is because only like 3% of the callers end up filling them out. And the ones that do fill out the survey or are usually either really unhappy or really happy. So, you know, what can you do with data even when you’re only getting 3%? Sample size of a really emotional sample size. So you just can’t do much with that, right? Well, a, I is going to help your organization fill out that 97% of ghosted CSAT surveys and I’m going to tell you how in just a minute.

My recommendations

First, however, as always, reach out and contact me by email or by phone (714.593.0011) if you’d like my recommendation on the best contact center software service providers that your company should be quoting. I’ll help you make a better decision and a fraction of the time. More information on that at the end of the video.

Also, I want to let you know in this video, thanks to our sponsor, Dialpad their generosity has allowed me to give away four $50 Amazon gift cards to people who watch this video. Stay tuned to the end of the video to learn how. And as always, do me a big favor. Subscribe to the channel. Like the video. Ring the bell. All that good stuff. I’d really appreciate it. That helps get our video seen by more people.

AI Synopsis

Okay, well CSAT. That surveys customer satisfaction surveys. How does AI complete them for you? So with some of the better call center software solutions out there that have I what the air does is it detects the level of customer satisfaction and actually fills out the seats that survey or creates a score for that call regardless of whether or not the customer opts into the C SAT survey? And obviously if the customer option of the See SAT survey, you can still have it there. If they opt into it, that supersedes the A I completed survey, but at least you’re getting from the I completing the survey for you at least you’re getting that data on you know how satisfied your customers are and the data is actually pretty accurate.

How does AI complete the surveys?

How does it do it? Well, you know, things like it detects when a customer is talking about things like, you know, I’m really frustrated or I’m so mad that this happened or hey, that’s great and all. But it still bothers me that you guys took this long to do this, this, this so AI is detecting all that stuff and basically completing the customer satisfaction survey for you. So AI is able to do that.

Why is this important

Well, why is this important? Why should you be filling out customer satisfaction surveys for all of your users? Why should you be relying on air to do it? Well, it’s really all about detecting trends, right? So so your call center managers, it’d be great information if they’d know, okay, are we trending up or trending down with customer satisfaction as a whole? Or maybe they look at individual agents within your organization. Are they trending up or trending down and why? So then they can dig a little deeper and find out, Hey, let me dig into their calls a little bit, which is another video that you can look at with. I is kind of finding out what’s going on in their calls

Agents can use it to

Another thing you can do with a customer satisfaction surveys is you can provide that data to your agents. So not only can a manager see the trends of the group as a whole and individuals, but you can give individuals the ability to see their own trends and by giving them the data, it allows them to, you know, realize a little bit what’s going on and maybe make some self-adjusting. You know, hey, we all realize that sometimes, you know, hey, man, yeah, I’ve been kind of in a bad mood the last few days. Maybe I need to pick it up a little bit, look at my customer satisfaction surveys. It’s. It’s coming through to my customers. Maybe I need to self adjust a little bit, take a deep breath, get myself in a better mood before I get on the call and make sure that I’m projecting, you know, enthusiasm as opposed to drabness or that type of thing. So it’s good information for the agents to have too. So that’s the benefit of AI in terms of filling out customer satisfaction surveys.

Summary

just to reiterate, 97% of them today in your organization are not getting filled out. So what good is that data? At least use AI to fill in that gap for you if a customer isn’t filling it out themselves and if your customer is filling out, great, but at least is filling in the gap in the meantime.

Still confused? Reach out and contact me

All right. So if you’d like my recommendation on the best call center software service providers that your company should be quoting. Reach out and contact me by email or phone (714.593.0011). I will help you make a lot more educated decision, a lot better decision in a fraction of the time. I’m a broker for all the major cloud call center service providers out there. I know the entire marketplace and I’ve been a broker for over 20 years in this space. So based on your companies requirements, I can quickly tell you which service providers you should be quoting and why. And I can tell you which ones have a good reputation, which ones have a bad reputation. And I can introduce you to the right reps at those service providers. Oversee the quoting process to make sure you get the best quotes and overall, just to help you make a better decision. So absolutely reach out. Contact me. I love to help you. This is what I do for a living every single day and that’s what I love to do. So reach out. I’d be happy to help.

Enter for a chance to win a $50 Amazon gift card

how do you win one of these gift cards? One of these for $50 Amazon gift cards that I’m giving away today to people watching this video. Okay. It’s really simple. All you have to do is, number one, subscribe to the YouTube channel. And number two, on the YouTube video. Be one of the first four people to comment on the video with an appropriate comment. Obviously not something weird, but just let me kind of maybe tell me that you like the video or tell me what you liked about the video or tell me something that you’d like to see a video on in the future.

Maybe ask me a question about the content about stuff like that. So the first four people to leave me a normal comment are going to win a $50 Amazon gift card courtesy of Dial Pad Super easy. Subscribe to the channel. Leave a comment. You win 50 bucks to Amazon, which has got everything you want to buy, right? All right.

Well, that’s it for today. Hopefully that was helpful to you. And I will catch you on the next video.